POL16-05

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
POL16-05
Date: 06/30/2016
Page:
1 of 3
SUBJECT: CUSTOMER SUPPORT PROGRAM (ZG2 & ZG3):
WARRANTY ENHANCEMENT FOR ELECTRIC POWER
STEERING SYSTEM ON CERTAIN 2009 TO 2010 MODEL
YEAR COROLLA VEHICLES
Background
On April 6, 2016 a settlement of claims in a class action lawsuit involving certain
2009 and 2010 Toyota Corolla vehicles (excluding the XRS grade) equipped with
an electric power steering system was approved.
The class action settlement relates to certain 2009 and 2010 Toyota Corolla
vehicles (excluding the XRS grade) equipped with an electric power steering
(EPS) system, which has been alleged to “cause vehicles to wander or drift from
center at highway speeds and/or suddenly veer to one direction during normal
use.” Toyota denies these allegations and believes the concerns raised in the
lawsuit are about customer preference for on-center steering feel in the vehicles.
Toyota has determined that turning the page on this legal issue is in the best
interests of the company and its employees, dealers and customers. In keeping
with its core principles, Toyota has structured this agreement in ways that work
to put customers first. This CSP was created as part of the implementation of the
settlement.
Applicability
Customers who opted in and are eligible for installation of the Re-Tuned ECU
were provided a notification/voucher from the settlement administrator for either
a 50% coverage (ZG3) or a 100% coverage (ZG2). Toyota has loaded VINs into
the TIS vehicle inquiry system according to the following classification for ease of
dealer identification. Verify VIN applicability for this CSP by checking TIS before
conducting any work.
TIS
Designation
ZG2
ZG3
Coverage
100% Part and Labor
50% Part and Labor
Customers eligible for this program must request service prior to April 6,
2017.
Toyota Warranty Policy Bulletin
POL16-05
06/30/16
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IMPORTANT NOTE:
 This CSP does not cover additional costs associated with services such as
vehicle alignment and such services are not required prior to installing the
retuned ECU.
 Customers are entitled to the original ECU removed from their vehicles, in
the event they desire to have it re-installed at a future date. Discuss with
customers if they would like to have the original ECU provided to them. If
customers request re-installation of the original ECU, the cost of doing so
is their responsibility.
 The voucher is not required at the time work is performed under this CSP.
 It is the dealer’s responsibility to obtain the customer-pay portion of
vehicles eligible for 50% coverage (ZG3).
Technician Training Requirements
The service quality of covered vehicles is extremely important to Toyota. All
dealership technicians performing this installation are required to successfully
complete the most current version of the E-Learning course “Safety Recall and
Service Campaign Essentials”. To ensure that all vehicles have the installation
performed correctly, technicians performing this installation are required to
currently hold at least one of the following certification levels:
•
•
•
•
Certified Electrical
Expert Electrical
Master Technician
Master Diagnostic Technician
Always check which technicians can perform the CSP by logging on to
https://www.uotdealerreports.com. It is the dealership’s responsibility to select
technicians with the above certification level or greater to perform this CSP.
Carefully review your resources, the technician skill level, and ability before
assigning technicians to perform the work under this CSP. It is important to
consider technician days off and vacation schedules to ensure there are properly
trained technicians available to perform this CSP at all times.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL16-05
06/30/16
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Claim Submission
Claim Type
Repair
Program
TIS
Designation
Opcode
ZG2
CHG11A
ZG3
CHG12A
Description
Replace the power
steering computer
assembly
Labor Time
1.2 hr./vehicle
1.2 hr./vehicle (The
customer is responsible for
50% of this cost)*
* CPS will automatically adjust parts and labor to 50% on claims using opcode
CHG12A for ZG3. This adjustment will be visible in the Authorization Information
section of the claim, reflecting the 50% Customer Pay portion.
Replacement Parts
All parts replaced as part of this CSP are subject to warranty parts recovery.
Part Number
Description
Quantity
89650-12C20
Computer Assy, Power Steering
1
Customer-Paid Component Replacement
Customers who previously paid for the installation were required to submit a
claim to the settlement administrator by March 15, 2016 for reimbursement
consideration. Those customers who are eligible for reimbursement will be
provided a check by the settlement administrator. If customers have questions
regarding the status of their reimbursement request, please have them contact
the settlement administrator at 877-880-8814.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.